Application Support Analyst Porto

Application Support Analyst
Porto
Porto, Porto District, Portugal

We are looking for an the Application Support Analyst for a fully remote position, to support international customers. You need to live in Portugal . Good english level is required.

Your aim will be to offer the highest level of customer care services and support available to develop a high level of customer satisfaction. The Application Support Analyst must be able dig deep into complex issues and work quickly under pressure to produce correct actions. This resource gains
- hand experience in how customers utilize our products in live deployments, as well as unique insights into the customers’ overall billing operations.

Responsibilities

• Gain a comprehensive understanding of
  - deployed products, including their core operational functionality
• Handle customer escalations from customer support to investigate and troubleshoot challenging product issues such as product interoperability with the customer operations
• Communicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiled
• Isolate issues and work with product teams on root cause analysis and resolution
• Identify viable workarounds, if applicable, for
  - priority issues affecting customer service
• Identify root causes and implement urgent fixes for
  - impacting product issues

Requirements

• 3+ years of experience in a similar role
• Solid SQL, shell scripting, and XML skills
• Solid business analysis, database, and OS skills with good documentation skills
• Ability to read, troubleshoot and debug code
• Demonstrable technical
  - solving and troubleshooting skills
• Windows technology skills helpful but not required
• BS or MS in Computer Science or equivalent work experience

Additional notes

• 5+ years of experience in a similar support role
• Demonstrable analytical and technical
  - solving and troubleshooting skills
• Shell Scrpting
• 2+ years of experience with SQL Server and Oracle within a Windows server environment on enterprise level applications
• Working knowledge of designing, writing, and debugging SQL statements a MUST
• Excellent understanding of database table structures
• Command of the English language – verbal and written communication
• Ability to prioritize and manage time efficiently
• Notice problems from a systemic perspective
• Recognizes when action needs to be taken and does so without direction knowledge of other billing platforms a plus

Gross salary: 17K to 23K Gross salary